Behind the scenes: Marleen, one of our Back Office Managers

At Accor, every guest experience is supported by teams working seamlessly behind the scenes. The role of a Back Office Manager is central to this, ensuring operations run smoothly, payments are accurate, and the administrative heart of the hotel keeps beating. 

Marleen Owel, Back Office Manager at ibis and ibis Budget Amsterdam Airport, shares her journey, career growth, and insights for anyone considering a role in hotel administration.

How did you first get started in hospitality?

"Back in high school, I had to choose my career path early, around 16 or 17, and I decided on tourism and hospitality. 

I went to hotel school to explore it, and during my first year, I worked in restaurants, which I didn’t enjoy. But in the second year, I did a hotel internship in reception, and I loved it. That experience confirmed that hotels were where I wanted to be."

How did your career at Accor evolve?

"I started my journey with Accor in 2015 as a Front Office Team Member. Two years later, I was promoted to Front Office Supervisor, and by 2019, I had stepped into the role of Assistant Front Office Manager. 

I was eager to progress into a Front Office Manager position, but that role didn’t exist at the time. After discussing my next steps with my manager, I seized the opportunity to become the Back Office Manager. 

Leading a small team of just two people, I gained a valuable perspective on hotel operations behind the scenes, handling payments, administrative tasks, and strengthening the connection between the front and back office teams."

What does being a Back Office Manager involve?

"As a Back Office Manager, you’re no longer in direct contact with guests every day. It’s more administrative: ensuring credit card and cash payments are processed correctly, supporting the front office team, and making sure operations run smoothly behind the scenes. 

It’s a role that teaches you a lot about hotel operations and team coordination, even though you’re not on the front line with guests."

What was the most rewarding part of this role?

"Working in the back office gave me a deep understanding of how hotels function behind the scenes. 

I learned about the relationship between front and back office teams and how important administration is to creating a seamless guest experience. It’s also a role that taught me a lot about leadership and team management, even in a smaller team."

How did your career move from back office to front office?

"In December, I took on a temporary Front Office Manager role, and it reminded me just how much I love being with guests and working alongside my team. 

Starting in April, I’ll officially step into the Front Office Manager position, and I’m excited to welcome guests, mentor my team, and continue growing my career. 

While the Back Office Manager role was an invaluable stepping stone, it’s being on the front line, connecting with people every day, that truly energizes me."

What advice would you give to someone considering a role in hospitality administration?

"The most important thing is to enjoy what you do and enjoy working as part of a team. In hospitality, every day is different, there’s always something happening, and you need to stay focused and flexible. 

It’s important to know your career goals because there are many opportunities to grow, both within your hotel and nearby properties. Start with enthusiasm, be open to learning, and take every role as a chance to develop new skills."

Careers as a Back Office Manager with Accor 

A career as a Back Office Manager at Accor is more than managing numbers and administration, it’s about supporting the teams who create memorable guest experiences and gaining a deep understanding of hotel operations. 

Marleen’s journey shows how even behind-the-scenes roles can be a powerful step in a rewarding career in hospitality.

"If you enjoy problem-solving, teamwork, and learning how a hotel operates at every level, a Back Office Manager role could be your first step toward a long and exciting career at Accor."

Explore Back Office Manager roles at Accor and see where your hospitality career can take you.